Front Office Operations Quiz

What does 'Activate Your Eagle Eye' mean in daily front office operations?

• Focus on upselling activities

• Notice details about guests and their needs

• Keep an eye on your colleagues

• Watch for late check-outs only

How can 'Own Our Guest' be demonstrated when handling complaints?

• Pass the complaint directly to the manager

• Apologize and take personal responsibility to resolve it

• Ignore minor complaints

• Send the guest to another department

What is the Rixos spirit when dealing with guests under pressure?

• Stay calm, empathetic, and act from the heart with confidence

• Rush to complete tasks without personal engagement

• Focus on SOPs strictly

• Avoid taking extra steps unless asked

A guest arrives early, and their room isn't ready yet. They seem a bit frustrated. What should you do?

• Tell them check-in is at 3 PM and ask them to wait

• Apologize, offer a refreshment, and suggest activities while prioritizing their room cleaning

• Direct them to the duty manager immediately

• Hand them the key to another guest's room

You notice a regular guest always orders black coffee with no sugar. How do you apply personalization here?

• Note it in their profile and proactively offer it on arrival next time

• Wait for them to request it every time

• Ask them to fill out a preference form

• Offer them tea next time as a surprise

A guest who stayed with Hilton before says: "It used to be easier to get things done here. Rixos is chaotic." How do you shift this into a positive with 'Serve with Heart'?

• "I understand change can feel different, but I promise we are here to personalize everything just for you. What can I do now to make your stay more comfortable?"

• "We're still adjusting, bear with us."

• "Well, Hilton is corporate, Rixos is leisure."

• "We are short-staffed during the transition."

A guest says: "What is Dis-loyalty? Why should I pay for that?" How do you explain it confidently?

• "Dis-loyalty is different from traditional programs. You get 50% off at new hotels for the first 3 months, one free coffee or tea every day, plus exclusive deals globally. It's perfect if you love discovering new places and getting instant perks."

• "It's like a premium Accor program."

• "It's just another loyalty membership but paid."

• "It's a trial program; you can decide later."

A guest says: "This hotel used to be Hilton, and it was better back then. What happened?" What's the best response using SEAL & X Factor?

• "We're now proudly part of Rixos, and you'll notice our focus is on vibrant, personalized service and unique experiences. Let me show you how we do it differently!"

• "Yeah, we're still figuring things out."

• "That's corporate's decision, we just follow it."

• "I wasn't here during Hilton days, so I can't compare."

A guest says: "Wait, how is Dis-Loyalty different from Accor ALL?" What's the clearest answer?

• "ALL is free and rewards you with points and status perks. Dis-loyalty is paid, but it gives you instant benefits like 50% off new hotels, free daily coffee or tea, and exclusive offers globally-no points required."

• "ALL is more about points, Dis-loyalty is more discounts."

• "ALL is free; this one isn't."

• "They're totally separate, but both work."

Guest says, "Your QR code is always full! Why can't you just book me manually?" (Knowing you can't override QR system) What's the most proactive answer following 'Think What Else' & 'Serve with Heart'?

• Empathize, explain capacity limits due to health/safety, and suggest peak/off-peak times or alternative venues that may still have QR slots available.

• Explain that you can't book manually, then direct them back to the QR app.

• Apologize and explain you'll forward it to the manager.

• Say that this issue happens often and there's nothing you can do.